Senior Rooms Operations Manager

About Us

The Colonial Williamsburg Foundation, founded in 1926, is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S., featuring a 301-acre restored colonial capital with 89 original buildings and 525 reconstructed buildings. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also operates two world-class museums, the DeWitt Wallace Decorative Arts Museum and the Abby Aldrich Rockefeller Folk Art Museum, as well as the Bob and Marion Wilson Teacher Institute, the John D. Rockefeller Jr. Library, five world-class accommodations, and multiple on-site restaurants and taverns.

Each year, over five million people visit Williamsburg, and another 20 million engage with us digitally.

Responsibilities

• Leadership and Supervision: Direct the day-to-day work of Front Desk Supervisors and the Bell/Doorman, AYS, and Concierge teams. Assign responsibilities, establish priorities, monitor performance, and ensure adequate leadership coverage across all shifts.
• Training and Accountability: Develop and maintain structured training plans for new and existing employees. Verify completion of orientation and required training, conduct regular coaching and one-on-one meetings, document performance concerns, recognize positive performance, and follow corrective-action procedures when expectations are not met.
• Guest Service Operations: Ensure Front Desk, Bell/Doorman, AYS, and Concierge operations are organized, responsive, and aligned with service standards. Maintain a strong lobby and operational presence, providing support during peak periods, high occupancy, group arrivals, special events, and other business demands.
• Guest Satisfaction and Recovery: Review guest feedback, satisfaction scores, mobile chat response performance, service-recovery activity, and operational trends. Create action plans to improve results, follow up on unresolved guest concerns, and ensure appropriate recovery and communication.
• Marriott Standards and Programs: Ensure compliance with applicable Marriott brand standards, Bonvoy recognition and enrollment expectations, mobile guest services, required audits, training, and property-specific procedures. Communicate results and corrective actions to the team.
• Labor Control: Prepare and manage schedules according to occupancy, arrivals, departures, group activity, service needs, and approved productivity standards. Review daily labor performance, payroll, overtime, attendance, and staffing levels; adjust deployment to meet operational and financial expectations.
• Expense Control: Monitor departmental expenses, purchasing, supplies, uniforms, equipment, open purchase orders, invoices, and budget performance. Identify savings opportunities and take timely corrective action when spending exceeds plan.
• Performance Management and Staffing: Participate in recruiting, interviewing, selection, onboarding, performance evaluations, recognition, promotion recommendations, and disciplinary or separation processes in partnership with Human Resources and property leadership.
• Union Environment: Apply applicable collective bargaining agreement provisions, work rules, scheduling requirements, attendance standards, and disciplinary processes consistently and in coordination with Human Resources. Maintain professional employee relations and address concerns promptly.
• Communication: Conduct shift and departmental meetings; communicate goals, guest feedback, operational priorities, financial results, policy updates, and service standards. Ensure employees understand expectations and receive timely follow-up.
• Safety, Security, and Compliance: Support key-control, cash-handling, privacy, emergency, safety, security, and loss-prevention procedures within assigned departments. Report concerns promptly and ensure employees follow established procedures.
• Cross-Department Coordination: Coordinate with operational departments and business partners to support guest needs, resolve service issues, and maintain continuity throughout the guest journey.
• Additional Duties: Perform operational functions as needed and complete other duties assigned to meet business needs.

Requirements

• Bachelor’s degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related discipline with a minimum of four years of relevant experience; or an equivalent combination of education and progressively responsible hotel operations experience totaling eight years or more.
• Minimum of five years of direct managerial or supervisory experience in hotel operations.
• Minimum of four years of direct experience in guest services, front desk, bell/doorman services, AYS, concierge, or a related full-service hotel operation.
• Demonstrated experience managing labor, scheduling, payroll, overtime, departmental expenses, and budget performance.
• Valid Commonwealth of Virginia driver’s license with an acceptable driving record based on The Colonial Williamsburg Foundation’s criteria. Must provide a 5-year Motor Vehicle Record prior to employment.
• Must be at least 21 years of age.
• Driving record requirements:
  • No more than 1 moving violation or at-fault accident within 12 months.
  • No more than 2 moving violations or at-fault accidents within 36 months.
  • No serious motor vehicle violations, including but not limited to excessive speeding, reckless driving, DUI/DWI, suspended or revoked license, etc.

Preferred Qualifications

• Marriott-branded hotel experience; comparable full-service, luxury, or upper-upscale hotel experience will also be considered.
• Previous experience working in a union or collective bargaining environment.
• Experience managing guest-facing operations in a large, complex, high-volume, or multi-property organization.
• Management experience in a four-star, luxury, resort, or convention hotel setting.
• Experience with UniFocus or a comparable labor-management and scheduling system.

Physical and Environmental Demands

• Physical Activity Frequency:
  • Stand: Frequently
  • Walk: Frequently
  • Sit: Occasionally
  • Use hands/fingers: Frequently
  • Climb or balance: Rarely
  • Stoop/kneel/crouch/crawl: Occasionally
  • Reach with hands/arms: Occasionally
  • Talk or hear: Frequently
• Lifting:
  • Up to 10 lbs.: Frequently
  • Up to 25 lbs.: Occasionally
  • Up to 50 lbs. (with assistance): Occasionally
  • Up to 100 lbs. (with assistance): Rarely
  • More than 100 lbs. (with assistance): Rarely
• Environmental Conditions:
  • Wet/humid conditions: Rarely
  • Work near moving mechanical parts: Rarely
  • Fumes/airborne particles: Rarely
  • Extreme cold: Rarely
  • Extreme heat: Rarely
  • Risk of electrical shock: Rarely
  • Driving requirement: Occasionally

Schedule

8 to 10 hour days, five days per week. Must fill in during busy times.

Pay

Range: $55,000 - $82,000/year. Actual compensation will be determined based on factors such as the selected candidate’s skills, qualifications, experience, education, certifications, internal equity, and the specific requirements of the role.